Customer Success Professional (FM)

Sartorius Stedim; Epsom; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global biotechnology firm in Epsom, England is seeking a Customer Success Professional to enhance customer satisfaction through effective project management and collaboration with internal teams. This role requires a Bachelor's degree, 5 years in a customer-facing position, and strong communication skills. The candidate will be responsible for managing key account communications, monitoring KPIs, and analyzing forecasts. This full-time position offers an opportunity to make a significant impact within a dynamic global environment.

Qualifications

• 5 years of experience in a customer-facing position ideally coupled with a good knowledge in Supply Chain.
• Fluent in English required.

Responsibilities

• Be the point of contact for the strategic and global key account sales teams.
• Collaborate with stakeholders to develop project plans outlining objectives.
• Coordinate and track project tasks and milestones providing regular updates.
• Lead customer-related topics and mitigate risks and issues.
• Monitor global and customer KPIs.
• Participate in regular business reviews with Sales and the Customer.
• Collect and analyze customer forecasts.

Skills

Communication

Negotiation

Stakeholder engagement

Analytical skills

Crisis management

Project management

Education

Bachelor's degree in business or related field

Tools

SAP (Order Management & Supply)

Microsoft Office Suite

Job description

This is a fantastic opportunity to join our Customer Success Management team. We are expanding our reach within our Strategic and Global Key customers to support our scaling business and place greater focus on customer experience.

Reporting directly to the Manager of Customer Support Strategic & Global Key Accounts the main purpose of the role of the Customer Success Professional is to enable a high level of customer service through the successful implementation of customer focused activities whilst working closely with cross-functional teams to ensure that customer satisfaction is maximized.

Grow with us - Your responsibilities

• Be the point of contact for the strategic and / or global key account sales teams to facilitate communication between internal functions (including customer service Operations and Finance).
• Collaborate with stakeholders to develop project plans outlining objectives timelines and deliverables
• Coordinate and track project tasks milestones and dependencies providing regular updates to stakeholders
• Lead of customer related topics for the supply of our single use productscollaboration with local involved stakeholders to mitigate risks fix issues then feedback to the global function at the account
• Monitoring global and customer KPIs i.e. OTIF journey mapping CX and scorecards. (On-time in full)
• Participation in regular SRM or business reviews with Sales and the Customer to present activities in scope of CSM.
• Participation in the update of the MSA (or equivalent) on the clauses relating to logistics and supply.
• Maintenance of the list of sites validated / rejected by the customer.
• Customer oriented project management activities.
• Collecting and analyzing customer forecasts to enable proactive measures internally to secure the appropriate supply of our products to the customer.
• Understand the key drivers for making our products and solutions available on time to the Customers based on a collaborative approach with them.
• Work with internal functions to agree on service level agreements to convert them into tangible solutions.
• Working with customers to limit the impact of lead time changes understanding customer trends and working with supply chain to find solutions
• Integration of new business opportunities through effective Project management.
• Identify and assess project risks collaborate on mitigation strategies and contribute to proactive risk management

What will convince us

• Bachelors degree in business or related field or equivalent professional background (5 years of experience in a customer-facing position ideally coupled with a good knowledge in Supply Chain).
• Excels at communication negotiation and engagement able to understand and articulate stakeholder requirements and acts with integrity.
• Progressive attitude towards change and a passion for continuous improvement.
• Able to thrive in a challenging environment with fast-changing priorities.
• Strong analytical skills able to be both precise and concise when handling large amounts of complex data.
• Knowledge in SAP (Order Management & Supply) Microsoft Office Suite
• Demonstrated track record for troubleshooting and resolving customer issues experience in crisis management considered a plus.
• Foreign languages : Fluent English require

About Sartorius

Sartorius is part of the solution in the fight against cancer dementia and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster so that new therapeutics can reach patients worldwide.

We look for ambitious team players and creative minds who want to contribute to this goal and advance their careers in a dynamic global environment.

Join our global team and become part of the solution. We are looking forward to receiving your application.

Experience : Unclear Seniority

Key Skills

• Graphic
• Apache Tomcat
• ABAP
• Application Development
• Fiber
• Application Engineering

Employment Type : Full-Time

Experience : years

Vacancy : 1